Frequently asked questions

Add products to the basket, choose a delivery and payment method, enter your details and confirm the order. You can order with a customer account or as a guest.

A step-by-step guide is on the How to shop page.

Yes. Register a company account with your EU VAT number. Once the number has been verified, the account is assigned to the trade price category and the lower prices are shown automatically after you log in.

Larger quantities, for example full pallets, are priced lower again. Send us the products and quantities and we will prepare a quotation.

Yes. Email us the product list or a description of the project: quantities, delivery address and the date you need the goods. For mounting structures and carports, also include the installation site, the dimensions and the datasheet of the PV modules.

We reply with a quotation that includes delivery costs and the lead time.

Often, yes. Custom mounting structures, carports, fence structures and profiles in non-standard lengths are made to order. Send us a drawing or the required dimensions; our design department checks feasibility and prepares a quotation, including any design costs.

Production starts after you approve the final drawing. Profiles in non-standard lengths are available in pallet quantities.

Yes. Cables, wire ropes and chains sold by the metre are cut to the length you enter on the product page, from 1 metre.

Yes. Most products can be ordered as a single piece through the shop to check fit and quality. For accessories that are not sold individually, email us and we will check whether a sample is available.

If an order contains several products, it is dispatched when the product with the longest lead time is ready.

Email us the product code and the quantity. We can often source it from another supplier or suggest an equivalent product, and we confirm the price and the lead time before you order.

• Card and digital wallets (Visa, Mastercard, Google Pay, Apple Pay), processed by PayU. The payment is confirmed immediately.
• Bank transfer. The bank details are in the order confirmation email and on the Payment methods page.
• PayPal. A processing fee of up to 3% of the order value may apply; it is shown at checkout before you confirm the order.

Details: Payment methods.

Some banks block card payments to foreign merchants by default. Check in your banking app that online and international payments are enabled for your card, then try again.

You can also pay by bank transfer or PayPal; the order waits for the payment.

A transfer usually reaches our account within 1 to 2 business days. When it arrives, the order status changes to Processing and you receive an email.

Put the order number in the payment reference so we can match the payment straight away. If the status has not changed after two business days, email us the payment confirmation and we will check it.

Yes. Email us the product list and quantities, or your order number, and we will send a proforma invoice with the bank details. Goods are dispatched after the full amount has been received.

Yes, if your company has a VAT number that is active in the EU VIES system. Choose a company purchase at checkout and enter the VAT number. After verification, the order is invoiced with 0% VAT as an intra-Community supply.

If the number is not active in VIES, or you buy as a private customer, VAT is charged.

Yes. Send us the order number and your VAT number. Once we have confirmed that the number was active in VIES, we refund the VAT to your original payment method and issue a corrected invoice.

The invoice is issued on the day your order is dispatched and is sent to the email address from the order, together with the tracking details. The invoice date is the dispatch date and cannot be changed.

If you need a copy, email us the order number.

Yes. Email us the order number and the correct details, for example the company name, the registered address or the VAT number, and we will issue a corrected invoice. It is quickest to check your billing details before you confirm the order.

New customers pay the full amount in advance; we do not accept partial deposits. Payment terms can be agreed with business customers who already have an order history with us.

Email us the order number. We refund the overpaid amount to the account it came from.

We email you at every status change: order received, payment confirmed (Processing), and dispatched with the tracking link. With a customer account, you can also see all your orders and their status after logging in.

Yes, as long as the order has not been dispatched. Email us the order number and the change. For additional products we send a proforma invoice for the extra amount; for larger changes it is usually quicker to cancel the order and place a new one.

The order is dispatched once the full amount, including any additions, has been paid.

Yes, before the order is dispatched: email us the order number and the new address. After dispatch, the parcel is with the carrier and a change may not be possible.

Before dispatch, email or call us with the order number and we will cancel it. If you have already paid, we refund the full amount to your original payment method.

Orders that are not paid are cancelled automatically after a few days. If you still want the products, place a new order or contact us.

Please contact us first. In most cases you can refuse the delivery; the shipment then returns to our warehouse and we confirm the refund once it has arrived.

If you bought as a consumer, you can also use your 14-day right of withdrawal after delivery.

A complete delivery address and a phone number that the driver can reach on the delivery day. If either is missing, we contact you before dispatch, which delays the order.

Usually 4 to 10 business days from payment confirmation: 1 business day to prepare the order and 3 to 9 business days in transit. With a bank transfer, add the time the payment takes to reach us (up to 2 business days).

The carrier is chosen from the weight and size of your order.

The cost depends on the weight and size of the order and is calculated automatically in the basket once you enter the delivery address. The exact amount is shown in the order summary before you confirm.

Price ranges for each delivery method are on the Delivery page.

Possibly. Contact us before the first order is dispatched and we will check whether the orders can be combined into one shipment.

When the order leaves the warehouse, you receive an email with the tracking number and a link to the carrier's website. The tracking link can take up to a day to show the first scan.

For pallet deliveries, the carrier usually contacts you to agree the delivery date.

You do. Delivery vehicles do not have a crane or tail lift, so please make sure there are people or equipment to unload on the delivery day. Large pallets may need a forklift and side unloading.

If the delivery site has any restrictions, write them in the Notes field of your order.

The carrier will try to contact you to arrange a new delivery date, so please keep your phone available on the delivery day. If a delivery fails although it was announced, the carrier may charge a redelivery fee, which is passed on to the customer.

Our warehouse is in Poland and orders to Ireland are delivered by carrier, so collection in person is not offered as a standard option. If you would like your own carrier to collect the goods, contact us before you pay and we will arrange the details.

If the packaging or pallet is visibly damaged, note it on the carrier's delivery document before you sign, and take photos of the packaging and the goods. Check all parcels and items in the shipment, not only the damaged one.

Then email us the order number and the photos.

Larger orders are often sent in several parcels or on several pallets that can arrive on different days, so first check the tracking information for all of them.

If something is still missing, email us the order number, the missing items and a photo of the packaging. We check the shipment, including its recorded weight, and send the missing items separately.

Email us the order number, a description of the problem and photos. We confirm receipt and tell you how to proceed; please wait for that confirmation before sending anything back.

If the fault is ours, we cover the return shipping and replace the product or refund it in full. Details: Complaints and returns.

Consumers have the statutory guarantee of two years from receipt of the goods. For business customers, claims for defects expire one year after receipt.

Details: General terms and conditions, section 5.

If you bought as a consumer, yes: you can withdraw from the purchase within 14 days of receiving the goods without giving a reason. Tell us by email, then send the goods back within 14 days, ideally in the original packaging. You pay the return shipping.

The right of withdrawal does not apply to goods cut to length or made to your specification, and it does not apply to business customers. The full procedure is on the Right of withdrawal page.

After a withdrawal, within 14 days of receiving your notice, to the payment method you used. We may wait until the goods are back with us or you have sent proof of dispatch.

For complaints, we refund after inspecting the returned goods; this usually takes 8 to 10 working days.

Contact us before the order is dispatched and we will change or cancel it at no cost. After delivery, consumers can use the right of withdrawal; the return shipping is then paid by the buyer.

On the product page, in the Files to download section. If the file you need is not there, or a download does not work, email us the product code and we will send it.

For many products, yes. Email us the product codes and the format you need, and we will send the files that are available.

Yes. Certificates and declarations are issued by the manufacturer, Synerga Group, and can be supplied with the order or sent on request. Tell us the product and the document you need, for example a 3.1 material certificate or a declaration of performance.

Yes. Describe the application, for example the roof or ground type, the PV modules or the loads, and the dimensions. Our technical team suggests suitable products or prepares a proposal.

Structural calculations and foundation designs are part of a project quotation.

No, you can order as a guest. With an account you can see the status and history of your orders, reuse your saved details, save products to a wishlist and, as a business customer, see trade prices after your VAT number has been verified.

Enter the code in the discount field in the basket before you continue to checkout. Most codes are valid for a limited time.

Email us from the address registered in your account and we will delete it. Invoices are kept for as long as the law requires; see the Privacy Policy.

By email at info@e-altamira.ie or by phone at +48 605 999 036 +48 724 999 949, Monday to Friday 8:00 to 16:00. Please include your order number if your message concerns an order; it is the fastest way for us to help.